V16 - Android. Chats Showing as Wrong Sender

[redbudindustries]

3CX v16.0.1.273
Linux OS
Android App V16.1.0.41
Device - Galaxy S8, Galaxy S8 Active, LG G6
Android OS V9

We have some users reporting that when they receive a chat and the message shows up under the wrong sender. It has been noticed that the chat also shows in the conversation for the correct sender but there is no way to tell the difference. Other times the senders name will not appear and only the extension will show. Responding to the conversation sends the response to the people in the conversation as normal, but the other person never sees the impostor message.
Clearing the persons chats helps for a while but the problem will repeat randomly when a few conversations become present. Imposter messages do not seem to have a pattern to who they affect, when they happen, or the number of conversations it they show up in.
Has anyone else had this issue? Any ideas on how to fix this?

Thank you in advance.

 

[JohnS_3CX]

Hi

Are the same messages/senders mirrored in the webclient? Or does it appear correctly there?

 

[redbudindustries]

Hi

Are the same messages/senders mirrored in the webclient? Or does it appear correctly there?

The messages in the web client are correct. The scrambling on occurs on the users device.
The device having the issue is a Samsung Galaxy S8 Active. The phone is up to date on firmware and OS. 3CX android app is on 16.2.0.93, which is the latest release according to google play.

When I did a test with the users phone to and from my own LG G6 same version of 3CX.
I sent several messages between the phones with no issues, duplication, or unintentional sends. I looked at the chat logs in the management console and the chats were correct and to the correct people. I sent a message to the other IT guy and everything was still working. I closed the Android app on the galaxy phone and opened it again. When I went to the chat tab the chats were all jumbled up. Things that I had sent appeared to be sent from other active conversations. Things he sent to my device looked like they were sent to other people. The message previews for each conversation change each time you leave and return to the chat tab. The web interface is always correct and so is the management chat log. The issue did not occur on any messages on my phone.
Something I have not been able to recreate but the user has described is his chats will actually send to multiple people when he sends to only a specific person. The scrambling only happens when the affected phone has multiple conversations in the chat tab. The issue only affect those conversations.

So far we have tried reprovision the device, reinstalling the 3cx app, deleting all chats to and from the extension, and a complete purge of the master chat log.

 

[JohnS_3CX]

Would it possible to provide some screenshots of the issue? (you can create fake test accounts on your system to avoid showing real people's conversations).

It would be good to see a side by side comparison of how it appears on the phone screen VS how it appears on the webclient of the problematic extension so we can get a better understanding of what the issue does.

 

[redbudindustries]

I need to get that user a replacement device ready but I will try to get the phone for testing. I will get some screen shots and report back on how the testing goes

Thanks

 

[redbudindustries]

I have swapped the users device for an iphone7Plus. So far the issue has not occurred on the new device.
The chat log shows the messages being sent and received by the correct people. In both users web clients the chat conversations show the correct messages. I was able to see that text messages are sent and received properly between the the problem phone and my phone, UNTIL I close the app or lock the affected phone. When the app is reopened or phone is unlocked that chat tab will shuffle the message previews for all active conversations.
I also tried removing the original users extension and provisioning my own. My chats were immediately scrambled like the previous user. This leads me to believe that the phone is the problem.
-=Phone Info=-
Make: Samsung
Model: Galaxy S8 Active
Model #: SM-G950U
Hardware: Rev1.0
OS: Android 9
Android Security Patch: August 1, 2019

Let me know what you think.

 

[nb]

Hi thanks for reporting. Issue is confirmed. We will fix in the next update.
We made a new beta today.
https://www.3cx.com/community/threads/interact-and-chat-get-the-new-3cx-android-app-beta.70708/

 

[nb]

Hello we want to start working on this. Wish to have this fixed for the next update.
When any of you comes online let me know. Send me some screenshots and description on [email protected]. In the meantime we started testing.

 

[nb]

We found the reason why. So when chats come in you have notifications. When chats are saved, you have app cache.
Now when the app is closed / killed, the cache is automatically cleared and the notifications remain there.
Now when the next chat comes in, it comes as a notification and because of incorrect support it confuses the other notifications that may be there (unread) and resets the counter to 1. this is wrong. So then you tap the notification and you get garbled chats.

Solution - we will try to use the notification messages as a notification storage for chats. like this notifications are in sync with chat cache.

OR if we fail to do this in a timely fashion we will clear the notifications when the app is clear. Not the best but accurate.

No need to send me info - We know what to do. thanks for the feedback.